Telephony Analyst

Full-time - Mid Level

Overland Park, KS

Professional, Scientific, and Technical Services

About the position

The Telephony Analyst at A Place for Mom is responsible for managing and optimizing the Five9 cloud-based contact center solutions to ensure smooth telephony operations and enhance customer interactions. This role requires a strong understanding of telephony systems, excellent problem-solving skills, and collaboration with various departments to improve performance and customer satisfaction.

Responsibilities

• Manage the Five9 platform, including user setup, call flow configuration, and system integration.
• Ensure system performance and reliability through regular monitoring and maintenance.
• Analyze call data and metrics to provide insights into call volume, agent performance, and customer satisfaction.
• Prepare regular reports for management, identifying trends and areas for improvement.
• Identify and resolve telephony issues promptly, working closely with IT and vendor support when necessary.
• Provide technical support to agents and staff regarding Five9 functionalities.
• Develop and deliver training programs for users on Five9 features and best practices.
• Act as a point of contact for internal stakeholders regarding telephony inquiries, support, and projects.
• Work closely with the IT/Data Services teams to ensure integration with other systems (CRM, reporting platform, etc.).
• Support projects and initiatives with telephony subject matter expertise.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field preferred.
• 2+ years of experience in telephony systems management, preferably with Five9.
• Strong knowledge of call center operations and metrics.
• Proficiency in Five9 configuration and administration.
• Familiarity with VoIP technologies, telephony protocols, and CRM integrations.
• Experience with data analysis and reporting tools.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.

Nice-to-haves

• Five9 Certification or equivalent experience.
• Experience in a sales environment and knowledge of contact center best practices and performance metrics.

Benefits

• 401(k) plus match
• Dental Insurance
• Health Insurance
• Vision Insurance
• Paid Time Off